Virgin Broadband just doesn't work

bobandtessa

We've had Virgin Broadband for about 6 months now and it's always been unreliable, with the wireless light cutting out several times a day.

Over the last week, it's completely broken. The wireless light is permanently red, diagnostics on our computer is showing "no connection", and we can't even connect to the internet using the LAN cable - which previously worked as a back up option.

Whenever you ring Virgin up they have a new random suggestion about something you should do. The latest one was that apparently we should take the bottom panel of the phone socket off with a screwdriver and try and plug the router into another hidden socket. Our phone socket doesn't even have a removable bottom panel, but the guy in the call centre was undeterred. Has anyone else been advised to do this? Should we do it? It seems weird.

Also, does anyone have any experience of giving them notice before the minimum (12 months?) contract is up?

Sublime_2

Sounds obvious, but have you considered using a wired connection, I currently do. The signals really good then.

Also try moving the router.

jd87

Just to clarify before other people get confused - it sounds like you have Virgin Broadband over a phone line (Virgin national), and not the more usual cable service - it this because you are in a non-cabled area?

It sounds like you simply have a faulty router. Was this router supplied by Virgin or is it your own one? If it's theirs then you need to get them to replace it, or if you want the easy life then just buy your own one (they're not very expensive).

jem16

bobandtessa wrote: »

Whenever you ring Virgin up they have a new random suggestion about something you should do. The latest one was that apparently we should take the bottom panel of the phone socket off with a screwdriver and try and plug the router into another hidden socket. Our phone socket doesn't even have a removable bottom panel, but the guy in the call centre was undeterred. Has anyone else been advised to do this?

Assuming you have Virgin ADSL BB as opposed to Cable BB, then yes this would be one of the first things to try. The idea of using the test socket hidden behind the bottom faceplate is to rule out extension wiring problems.

By the way this need to be done at the master socket, not an extension socket. Have you more than one telephone socket?

Should we do it? It seems weird.

It's not weird, it's sensible. However I thought you said your socket doesn't have a bottom faceplate - you need to locate the master socket.

Also, does anyone have any experience of giving them notice before the minimum (12 months?) contract is up?

You will be asked to pay for the remainder of your contract unless you can prove the fault is at their end and they are not fixing it.

jem16

Sublime wrote: »

Sounds obvious, but have you considered using a wired connection, I currently do. The signals really good then.

He's tried that.

bobandtessa wrote: »

and we can't even connect to the internet using the LAN cable - which previously worked as a back up option.

Sublime_2

Sorry, I misread. :)

I would definitely do as they suggest first. If that doesn't work request a replacement box or engineers visit.

spike7451

Sublime wrote: »

Sorry, I misread. :)

I would definitely do as they suggest first. If that doesn't work request a replacement box or engineers visit.

As it's Virgin National & NOT cable,the engineer would be from BT Openreach &,unless the OP has ruled out the obvious,(faulty microfilters,connect directly into the phone socket no extensions ect) & BT come out & find the fault is in the OP's gaff,he'll be charged for the visit.

OP,It sounds like you have a LJU3/1A;

Which is an older type of master socket,if the is no yellow capacitor,then it's an LJU3/2A which is an extension socket so the must be a n other master socket in the home.
If you take the faceplate off, DO NOT touch the wiring inside!!!

macman

If you cancel your contract without doing the tests they have requested then you will of course be charged an early termination fee.
And if the fault is on your line, then swapping ISP's will not make the slightest difference.
Are VM also your line rental provider? If there is a general line fault (noise/crackling on the line?) then you need to report it to your line rental provider (not your bb provider) as a line fault.